Alexandra Monroe
Spring,TX
Summary
Highly motivated Customer Service Representative with 5+ years of experience providing excellent customer service and support. Proven track record of resolving customer complaints and increasing customer satisfaction by 20%. Possess excellent communication, problem-solving, and organizational skills, as well as an aptitude for quickly learning new technologies.
Overview
7
7
years of professional experience
Work History
Healthcare Access Representative 111
Kelsey-Seybold Clinic
06.2018 - 12.2024
- Monitored, tracked and conveyed important patient information to healthcare staff to help optimize treatment planning and care delivery
- Educated clients and families about rights and responsibilities
- Worked with vendors to schedule more than 2 daily pickups and 7 weekly deliveries
- Calculated correct order totals, updated accounts and maintained detailed records for inventory management
- Responded to customer requests, offering excellent support and tailored recommendations to address needs
- Directed incoming calls to internal personnel and departments, routing to best-qualified department
- Cross-trained and backed up other customer service managers
- Recorded actions taken, issues resolved and information to effectively manage customer accounts
- Met all customer call guidelines including service levels, handle time and productivity
- Assessed caller accounts to determine benefits, identify service needs and resolve issues
- Handled over 100 calls per shift assisting customers, retrieving customer data, presenting relevant health information and cancelling services
- Assisted customers by listening closely, finding solutions and making recommendations based on extensive product knowledge
- Entered customer interaction details in software to track requests, document and record solutions offered
- Increased efficiency and team productivity by promoting operational best practices
- Used company troubleshooting resolution tree to evaluate technical issues while leveraging personal expertise to find appropriate solutions
- Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving swiftly
- Investigated and resolved customer inquiries and complaints quickly
- Enhanced customer satisfaction by providing timely and accurate responses to inquiries through chat support.
Patient Advocate Representative
HCA Healthcare
12.2017 - 06.2018
- Coordinated with patients and healthcare professionals to meet patient needs
- Scheduled patient appointments over phone and in person, maximizing productivity
- Answered patient questions and fielded complaints to resolve issues
- Obtained informed consent and payment documentation from patients and filed in system
- Documented patient counters in hospital system and initiated follow-up actions
- Counseled patients on potential financial liabilities and payment requirements
- Utilized technology and specialized software to maximize productivity
- Verified patients' insurance and payment methods during admissions or check-in processes
- Referred patients to appropriate professionals and services
- Scheduled patient appointments and procedures
- Accessed patient information through various software applications, maintaining strict confidentiality to remain compliant with HIPAA regulations
- Documented and managed patient information in computer system
- Ran credit card batches and balanced deposits on daily basis
- Collaborated with clinical and administrative staff to meet patient needs
Education
High school diploma -
James Madison High School
Houston, TX05.2017
Skills
- Medical Records
- Schedule Appointments
- Excel
- Construction
- Construction Management
- Communication
- Multitasking
- Fast pace learning
- Drywall
- Medical Scheduling
- EMR Systems
- Insurance Verification
- HIPAA
- Active Directory
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Problem resolution
- Call center experience
- Computer proficiency
- Microsoft Excel
- Client relations
- Payment processing
Personal Information
Work Permit: Authorized to work in the US for any employer
Timeline
Healthcare Access Representative 111
Kelsey-Seybold Clinic
06.2018 - 12.2024
Patient Advocate Representative
HCA Healthcare
12.2017 - 06.2018
High school diploma -
James Madison High School
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